The Role of a Mobile Arranger

We shine a spotlight on our Mobile Funeral Arrangers, a team whose role is as vital as it is challenging. These dedicated professionals step in to ensure seamless service across our branches, providing essential support to bereaved families during their most vulnerable moments. The demands of the role are significant—they must quickly adapt to different branch environments, manage varying funeral arrangements, and maintain the highest standards of care and respect. Despite these challenges, our Mobile Funeral Arrangers find deep satisfaction in their work, driven by their commitment to supporting their team, and helping families create meaningful and respectful farewells for their loved ones. Their stories reflect the compassion, adaptability, and dedication required to excel in this important role.

Spotlight on Mobile Funeral Arranger Caroline Green

Caroline, you have worked for Austins for nearly two years as a mobile funeral arranger. Why did you decide to work for Austin’s?

Having worked for the mortuary and bereavement service in the NHS for 15 years, I was ready for a new challenge. I wanted to find a role that was rewarding and focused on the helping families through the next stages of their bereavement.  During my career with the NHS, I had a good relationship with the Austin’s staff who regularly visited the Lister Mortuary as part of their service.  I found them incredibly respectful and having seen how Austin’s operates, I thought it would be a good company to work for. Since I started in November 2022, I’ve found this role enables me to help the families create the best farewell they can for their loved one. 

Tell me a little about your experience as a mobile funeral arranger

It can sometimes be challenging but I like the variety and I have really enjoyed going out to all the branches, getting to know all the ladies and how they work.  Being a mobile funeral arranger for Austin’s means I am part of a small team who provide cover for each of the branch offices when the resident funeral arranger is away from the business, on holiday for example.  So, in the absence of the branch funeral arranger, it is our responsibility to ensure that all funeral arrangements continue to run smoothly.  I’ve found that each arranger works slightly differently to accomplish the same result – which is to ensure each family has the best possible service, so the first day of going into a branch office can often feel very daunting.  However, provided there is adequate communication in the handover, you find you’re soon able to run with it, and pick up the arrangements, letting families know that the service can continue. So, I always make a point of introducing myself to the families to ask them if there is anything they need, and to let them know I will be there to help during the process. For me, it’s about doing 100% your best effort for the family even if you may only be there for a few days, it’s my job to make sure we can keep the arrangements running smoothly and that everything is in order for the arranger returning to her office – leaving clear handover notes for them and ensuring the office is clean and tidy. We also carry out home visits for funeral plans or for ‘at need‘ funerals, when a family requests it. 

It is also worth mentioning that I would never expect the arranger whose office I am covering to feel like they must get all the work finished, so there is nothing for me to do in their absence.  It’s lovely that they don’t want to overburden me, but I do not mind picking up the work where they’ve had to leave off, because I’m there to work as hard as I can.  I want to reassure every arranger that when I go into their office I will work as closely as possible to the same way they do, and to ensure that when they come back, everything is up to date, and they have clear handover notes, and they can always contact me if anything is unclear that they need to discuss further.

I know you’ve enjoyed your time here so far, so let’s talk about your favourite memory. What’s your favourite memory of working at Austin’s so far? 

I think it has got to be the connection I made with a family whose young son died in traumatic circumstances.  Having the privilege of being more involved in the arrangement – being able to see the funeral through from start to finish (which is not something the role enables me to always do as a mobile arranger), meant so much to me, and I appreciated being able to continue the relationship with the family.  They asked me to attend the funeral which was really humbling and to this day I still hear from his mum, and it is nice to know we have built up that relationship of trust and confidence. 

Caroline, thank you for your time today, it’s been lovely to hear of your time so far at Austins.  Just one final question for you. What advice would you give anyone thinking of a career in the funeral industry?

Working with bereaved families is very rewarding. You have to put in a lot of effort and hard work to make sure everything is all perfect for them on the day. I’ve been able to meet so many interesting people and it’s a privilege to be able to support them during some of the most difficult days of their lives. Whilst you need to be hardworking and diligent, above all be kind and compassionate – both to the bereaved families and your fellow colleagues.